Position: Senior Operations Lead

Organization: Google

Location: Haryana

Apply: https://careers.google.com/jobs/results/135023318697681606-senior-operations-lead-simsim/?src=Online%2FLinkedIn%2Flinkedin_us&utm_campaign=contract&utm_medium=jobposting&utm_source=linkedin

About The Job

simsim https://india.googleblog.com/2021/07/helping-viewers-discover-and-buy.html is a growing organization that YouTube recently acquired, a video-first e-commerce platform that connects sellers and manufacturers with creators and consumers. We are building an e-commerce platform keeping in mind the shopping behavior of the Indian consumer. simsim uses a unique combination of content and commerce to help customers discover the right products for themselves.

In this role, you will ensure high customer satisfaction for all inbound queries via chat, email, and social media channels. This will entail managing internal and external teams responding to the customer queries, resource planning and augmentation, and leading initiatives aimed to deliver exceptional customer experience.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities
 

• Achieve set goals on Key Performance Indicators (e.g., CSAT, Abandon rate, etc.) through producing agent performance, operations improvement, and Standard Operating Procedure revisions.
• Manage performance of external/extended workforce teams, and ensure goal achievement.
• Collaborate with cross-functional teams and built up processes for smooth inter-team interactions, ensuring high customer satisfaction.
• Manage critical projects aimed at improving customer experience.
• Take ownership of customers issues and follow problems through to resolution.

Minimum qualifications:

• 8 years of experience in Customer Service
• 5 years of experience in managing customer teams